Technical Account Manager

The Technical Account Manager at Pubstack plays an essential role by acting as a trusted advisor for clients, guiding them through onboarding, and ensuring they receive unparalleled support with our Ad Management platform. This includes troubleshooting, providing training, and pre-sales engagements, making sure publishers can maximize their revenue potential.

Candidates should have 5-7 years of experience in a customer-facing technical role, ideally within the AdTech space. Strong knowledge of JavaScript, excellent problem-solving skills, and fluency in both English and French are crucial for success in this position at Pubstack.

At Pubstack, our Technical Account Manager enjoys an innovative and fast-paced work environment where collaboration and personal growth are highly valued. With a close-knit team, employees are encouraged to question the norm and continuously seek improvement, all while enjoying flexibility in work location.

Pubstack is committed to fostering growth through continuous learning opportunities. As a Technical Account Manager, you will stay updated with industry trends, participate in webinars, and share AdTech knowledge internally and externally, which supports both your professional and personal development.

Responsibilities include onboarding clients, resolving technical issues, collaborating with Customer Success Managers, providing platform training, and assisting in the pre-sales process to demonstrate Pubstack’s value. The role is diverse and requires managing multiple client engagements effectively.

This role is exciting due to the combination of strategic and hands-on responsibilities. You will have the opportunity to work directly with premium publishers, tackle complex challenges, and make a tangible impact on their ad revenue, all while being part of a supportive and innovative team.

Pubstack offers a vibrant company culture that values collaboration, humor, and genuine support among team members. The Technical Account Manager role thrives in an environment where ideas are shared openly, making it easy to seek improvement and develop lasting professional relationships.

To effectively address technical issues, I first assess the problem by gathering detailed information from the client. I prioritize listening and understanding their perspective. After identifying the root cause, I either troubleshoot the issue directly or collaborate with our technical team to implement a solution promptly. Moreover, I always follow up to ensure client satisfaction.

In a previous role, I managed the onboarding of a major client by customizing the training sessions to their specific needs, which included hands-on support. I maintained close communication throughout the onboarding process, ensuring they felt supported every step of the way. This proactive approach led to a smoother transition and significant early success with our platform.

Building relationships is all about communication and empathy. I focus on understanding the client's goals and challenges. Regular check-ins, sharing relevant industry insights, and being responsive to their needs are key strategies I employ, helping me to establish trust and rapport over time.

I understand that Pubstack’s Ad Management platform enables publishers to optimize their ad stacks effectively. I would demonstrate its value by highlighting case studies and testimonials from existing clients, emphasizing the data-driven approach to improving ad revenue and operational efficiency during client discussions.

I prioritize conflicts by assessing the urgency and impact of each issue on the client’s business. Clear communication is essential; I keep clients informed about timelines and progress while managing expectations. Additionally, I collaborate with our team to address priorities effectively and provide the necessary support for all clients.

In my last role, I needed to understand a new ad technology that a client was implementing. I dedicated time to study documentation, engaged with internal experts, and conducted hands-on practice. This preparation allowed me to assist the client effectively during implementation, ensuring they felt supported and confident despite the technology being new.

Collaboration is vital to my role. By working closely with Customer Success Managers, technical teams, and sales, I ensure that we provide a unified experience for our clients. Sharing insights and strategies across departments maximizes our resources and ensures that we address client needs promptly and effectively.

I subscribe to industry newsletters, attend webinars, and partake in relevant online courses. Additionally, I actively engage in professional forums and discussions with peers in the industry. Staying informed allows me to provide valuable insights and recommendations to my clients, keeping them ahead in a competitive market.

Resolving client dissatisfaction requires a proactive approach. I would first listen to their concerns empathetically, ensuring they feel heard. Then, I’d analyze the situation to identify the root cause and promptly communicate a tailored solution. Follow-up is crucial to ensure that the client feels satisfied with the resolution and to maintain our relationship.

I am excited about the opportunity at Pubstack because of its commitment to innovation and empowerment within the AdTech industry. The chance to work closely with talented publishers, solve complex problems, and contribute to significant revenue growth resonates with my career goals. I see this position as a unique opportunity to make an impactful difference in the client's success.